Customer Torture Department: A Secret to Improved Service and Loyalty (Shep Hyken Interview)

Stop Telling Customers What to Do—Start Showing Them

🚨 Customers don’t have to do anything. If your process is frustrating, they’ll find someone who makes it easier.

📌 When businesses say:
❌ "You have to fill out this form."
❌ "You have to call this number."
❌ "You have to follow this process."

Customers think: No, I don’t. I can go elsewhere.

💡 Instead, great companies use "Show & Tell":
✅ They walk customers through the process instead of demanding compliance.
✅ They simplify solutions to remove unnecessary steps.
✅ They make the experience effortless so customers stay, instead of leaving.

In this episode of The Mason Duchatschek Show, Shep Hyken, a NYT & WSJ best-selling author and customer service expert, explains how leveraging technology and better training can reduce friction and improve customer satisfaction.

If you want to increase customer retention, remove obstacles, and build loyalty, this conversation is for you.

Key Takeaways

✅ Friction kills customer loyalty. If something is difficult, they’ll leave.
✅ Processes should feel intuitive. If you have to explain it, it’s too complicated.
✅ Self-service should be an option—not a requirement. Customers want choice.
✅ Training employees to guide, not just direct, makes all the difference.
✅ Technology should make things easier—not add frustration.

Listen to the Full Conversation

🎙 Podcast Episode:

👉 https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-

📺 Full Video on YouTube:

👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ

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Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.

There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.

If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.

Topics include ways to:

Hire
Increase sales
Prevent workplace drama, conflict, and violence
Reduce labor costs
Reduce turnover
Improve engagement
Improve retention
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Use pre-employment assessment tests (psychometric tests)

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About Our Company

Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.

We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement, and retention.

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